Ofertes d'ocupació de Gerent de Èxit de l'Client

• Nivell d'experiència---
• Tipus de contracteA temps complert
• Publicada18 d’ag.

Cloud Coumputing ITIL

We are the Intelligent Internet Platform. We connect People, Places and Things anywhere, managing Internet Performance better than anyone else, while providing One Global Experience, giving Visibility, Control and Security through expereoOne.

Expereo believes in the power of Internet connectivity. As the world's largest provider of managed internet, SD-WAN/SASE, and Cloud connectivity solutions, we power enterprises, wholesalecarrier partners and government sites worldwide, helping to enhance every business' productivity with flexible and optimal Internet performance.

As a trusted partner of Fortune 500 enterprises, our continued aim and success in helping our customers and partners depends solely on the talented individuals who make Expereo a dynamic, effective, multicultural, and equitable environment.

A Wholesale Junior Customer Success Manager at Expereo plays a pivotal role in overseeing the customer service experience of our major wholesale partners. You will provide service management support across multiple customers focusing on owning, managing and resolving issues. This role requires an action oriented, proactive approach to managing service operations, acting as a key liaison between customers, internal teams and global service providers.

Responsibilities:

Here are how your day-today responsibilities of the role will look like, but are not limited to:

Working in partnership with and supporting the Wholesale Account Management team:

• Provide short term service management to any Expereo Wholesale customer as needed, ensuring they stay informed and supported
• Step in when needed to take ownership of service issues, working with both the customer and internal teams to resolve problems quickly and effectively
• Conduct regular service reviews (Monthly or quarterly) providing insights into service performance, improvement initiatives and future service enhancements
• Take ownership of complex service problems—such as billing discrepancies or high-fault-rate customer sites—and drive resolution through targeted improvement plans
• Track service performance against agreed SLAs and KPIs, spotting issues early and fixing them
• Act as the customer advocate within Expereo, ensuring customer feedback and issues are addressed effectively across teams
• Drive operational efficiency by identifying opportunities for automation, process optimisation and continuous service improvement
  
  

• Strong analytical skills with ability to interpret data, identify trends and drive data-driven decisions
• Experience of working across internal business processes and developing go to contacts/stakeholders is preferred
• A proactive and entrepreneurial mindset with a focus on continuous improvement
• Self-starter, able to operate independently and take the initiative
• Proven experience of working within a client facing role is essential
• Ability to anticipate customer needs, proactively addressing concerns and ensuring long term satisfaction
• Excellent communication and stakeholder management skills, with the ability to interact at all levels of an organisation. (English with additional European languages a plus)
• Ability to take on constructive feedback and integrate it into your daily tasks
• Familiarity with ITIL best practices and service management frameworks is advantageous
  
  

• Private Health Insurance
• Pension Plan
• Paid Time Off
• Performance Bonus
  
  

• Nivell d'experiència---
• Tipus de contracteA temps complert
• Publicada14 d’ag.

Fintech Office

About Us

Planet is a leading technology company transforming payments by putting customer experience first.

We offer integrated solutions that include payment processing, VAT refunds, dynamic currency conversion, and management services for merchants in the Retail and Hospitality sectors worldwide.

In recent years, we have experienced significant growth, expanding our services and global presence.

With strong private equity investors, Advent International and Eurazeo, we have the financial capital and expertise to grow our capabilities and reach through acquisitions.

Our mission is to create a world of connected commerce where payments are simple, secure, and seamless, enabling our partners to deliver exceptional experiences to their customers.

We're looking for a results-driven Customer Success Manager, ideally with Payments or Fintech experience. You'll be critical in retaining our valued SME customers and ensuring that we maximise customer satisfaction and lifetime value. This is a role for someone who thrives on challenges and is eager to make a real impact on our company's success.

Role Overview

The primary objective of the Customer Success Team is to build relationships with our SME accounts, leading to improved customer lifespan and increased potential of upsell and cross-sell opportunities. Focusing on portfolio growth, customer retention, churn prevention and customer satisfaction, the Customer Success Manager will be responsible for executing pro-active outbound communications as well as receiving and managing incoming customer sales requests.

What You Will Do

• Contract renewals: Coordinate customer contract renewals and negotiation to maximise customer retention.
• Upselling of Planet products: Actively upsell products and services to assigned customer base, and identify opportunities to cross-sell new Planet products. Work closely with internal teams to ensure customers are live and transacting within agreed timeframes.
• Inbound commercial requests: Cover inbound customer calls and requests for commercial and non-operations purposes. Engage with customers before, during, and after the request is successfully executed for that customer.
• Outbound Commercial campaigns: Execute targeted commercial campaigns (e.g., win-back offers, cross-sell, upsell, etc.) via telephone calls or email campaigns and track customer engagement.
• Customer relationship management: Take ownership of customer satisfaction within assigned base, covering customer escalations or issues as and when required
• Tracking: Record and monitor customer requests diligently in CRM tools to ensure prompt response and resolution.
  
  

• Experience in Customer Success or Customer Support role, ideally from a Payments or Fintech background. Relevant courses / training desired but not required.
• Commercially oriented, strong analytical skills and goal-oriented mindset.
• Strong communication and interpersonal skills,
• Fluent in English (a second language will be valued), verbal and written.
• Ability to manage multiple priorities effectively.
• Passion for building strong customer relationships and fostering customer loyalty.
• Working Hours: Availability required during U.S. Eastern Time (ET) hours, typically between 2:00 PM and 10:00 PM or 3:00 PM and 11:00 PM Madrid time, depending on team needs.
  
  

• Nivell d'experiència---
• Tipus de contracteA temps complert
• Publicada13 d’ag.

Teletreball SaaS

About Optibus:

Optibus is a unified software platform revolutionizing public transportation planning, scheduling, and operations in over 7,000 cities worldwide. Using AI, ML, and optimization algorithms, it empowers agencies to design more efficient, equitable, and sustainable transit networks, enhancing passenger access, reducing emissions, and improving driver conditions. With offices globally and a team of 350+ employees, Optibus fosters a collaborative culture centered on innovation, determination, and impact. As the first unicorn in public transportation technology, Optibus is driving the modernization of mass transit to make it the preferred choice for cities and passengers alike.

About the position:

We are looking for a Customer Success Manager to join our global Customer Success team! Based in Madrid (Spain), this person will play a key role in customer success, renewals and upsell. Operating alongside regionally-focused Customer Success Managers and Technical Account Managers, this person will report to the local Head of CSM, ensuring our local portfolio of clients is constantly reaching and exceeding the value they need from the Optibus suite of products!

Responsibilities:

• Relationship building:

This person will act as a trusted advisor when it comes to the usage of the Optibus products, building strong relationships with clients, users and internal decision makers to ensure clients are happy and thriving!

• Client Mapping:

Understanding and managing clients’ organisational structures to ensure mutual goals are accomplished on time and risks are mitigated and addressed.

• Account Management and Expansion:

Pro-actively identifying and managing churn risks, opportunities for growth (CSQL’s/CSQO’s) and other KPI’s (such as, but not limited to, feature usage/adoption, NPS, etc), defined alongside clients on the Account Success Plan.

• Voice of the Customer:

Act as an "ambassador" for Optibus within client organisation but also acting as a client "ambassador" at Optibus: collecting and analysing feedback to incorporate it into strategic insights, managing internal escalations with the relevant technical counterparts, etc.

• Process and Operational Enhancement:

Work alongside the wider Customer Success team and in collaboration with other teams (such as Revenue, Operations, R&D and Product) to establish, enhance and refine internal processes, documentation and data capture.

Requirements:

• Proven experience and measurable success in client-facing roles within SaaS (ideally vertical), with either B2B and/or B2G experience.
• Proven track record of building strong relationships within a client portfolio, reducing churn, increasing long-term retention and satisfaction.
• Experience managing time-based projects and strong prioritisation skills.
• Outstanding verbal and written communication skills in English (extra European languages are very desirable!).
• Proven experience of adaptability in fast-paced start up/scale up environments.
• Fluency in Spanish, English and Portuguese languages. Other languages are a plus.
• (Very) nice to have: experience in transit, public transportation, CAD/AVL, and/or ITS.

Optibus is proud to be an equal opportunity employer. We hire talented individuals, regardless of gender, race, ethnicity, ancestry, age, disability, sexual orientation, gender identity or expression, cultural background, religious beliefs, or any other characteristic protected by federal, state, or local laws. It is our responsibility at Optibus to provide an inclusive and accessible interview experience for all. We will provide reasonable accommodations for all candidates in need of individualised support during the hiring process.

• Nivell d'experiència---
• Tipus de contracteConsultor
• Publicada7 d’ag.

Teletreball Salesforce

At Corsearch, we are dedicated to creating a world where consumers can trust the choices they make.

As a global leader in Trademark and Brand Protection, we partner with businesses to safeguard their most valuable assets in an increasingly complex digital environment.

Our comprehensive solutions, powered by AI-driven data and deep analytics, enable brands to establish, monitor, and protect their presence against infringement and counterfeiting.

Why Choose Corsearch?

• Innovative Solutions: We combine cutting-edge technology with expert judgment to deliver market-leading services in trademark clearance, brand protection, and anti-counterfeiting.
• Global Impact: Trusted by over 5,000 customers worldwide, including 73 of Fortune's Top 100 companies, our work has a meaningful impact on businesses and consumers alike.
• Collaborative Culture: With a team of over 1,900 professionals across multiple global offices, you'll be joining an inclusive environment where diverse perspectives thrive.
• Mission-Driven Purpose: Our commitment to protecting consumers and their trust in brands drives everything we do, making Corsearch a force for good in the world.

✅The Role

As Brand Protection Partner, you are responsible for customer strategy and for ensuring that this strategy is delivered (by your team and in close collaboration with Corsearch’s Global Delivery and Enforcement teams).

You will be the primary point of escalation for your customer, while working alongside (and reporting to) a Senior Brand Protection Partner and/or Director.

Together with various brand owners, you will be working towards a safe online environment in which the goal is to get rid of all IP infringements that take place around the world. By doing so, you will also make sure that creativity is rewarded, and consumers are protected from illegal and dangerous products.

Counterfeits are commonly sold by organized criminal networks that are often linked to terrorism and human trafficking, which means that you can have a positive global impact while working with colleagues who come from all over the world.

✅Responsibilities and Duties

• Primary ownership and accountability for the customer.
• Create, drive, and continuously improve the strategy for customer.
• Agree on KPI’s or other success measures with the customer.
• Actively monitor and report on progress for all customer programs.
• Provide regular performance feedback for all Client Manager/ Coordinators working in your team
• Deal with customer communications and escalations in a timely manner to ensure quick resolution.
• Undertake and lead on quarterly customer business reviews for feedback and provide suggestions on program improvements.
• Monitor health and own accountability for all customer.
• Assist the Operations Manager in your region with the recruitment for new members assigned to your customers as and when required.
• Bring customers with common issues together to share best practice and common enforcement issues/ targets for action.
• Collaborate with other departments, such as global delivery, enforcement, legal, sales, product and tech to ensure a cohesive and consistent approach to brand protection.
• Stay informed about industry trends, changes in laws and regulations, and other developments that may impact brand protection and make recommendations for changes as needed.
• Regular and open communication with team members working across your customers. This includes holding regular meetings and providing updates and progress reports.
• Maintain a high-level working knowledge over Salesforce, Timely, Freshdesk, Asana, Client Success, Corsearch Academy, Corsearch Clubhouse, our OBP Platforms (Zero, Talisman, and Browser Plug-ins (BP Browser, IHAS, and Cyborg) as well as any other tools as they are created and introduced.
• Participate in thought leadership initiatives and to attend/ speak at industry events when presented the opportunity.

✅Essential

• Previous experience in Brand Protection or related role preferred (Preferably experience as Client Manager/ Coordinator or equivalent position)
• Ability to communicate clearly, delegate tasks, provide feedback, and set goals and expectations.
• Strong customer service skills.
• Fluent in Spanish
• Must be able to monitor health of customer relationships and ensure our services meet the clients’ expectations.
• Must be able to identify problems, analyze data, and develop solutions to address them.
• You must also be able to make difficult decisions, prioritize tasks, and manage resources effectively.
• Strong knowledge of the Brand Protection industry, including online infringement and counterfeiting
• Strong interpersonal skills. Must be able to work well with others and build positive relationships with your colleagues, and other stakeholders.
• Effective communication is key to successful client programs. Must be able to communicate clearly and effectively with individuals assigned to their clients, superiors, and other stakeholders.
• Ability to build and maintain strong relationships with clients and internal teams
• Ability to take a strategic and analytical approach, while being capable to understand trends.
• Excellent organizational and time management skills, with the ability to prioritize multiple tasks and projects ensuring that deadlines are met, and goals are achieved.
• Motivated and results-driven individual who takes a high degree of responsibility in their work.
• Strong risk assessment and risk mitigation skills

Corsearch is an equal opportunity and inclusive employer and does not tolerate discrimination of any kind. We are committed to creating a diverse and inclusive workplace where all employees feel valued, respected, and supported.

We welcome applications from all individuals regardless of race, nationality, religion, gender, gender identity or expression, sexual orientation, age, disability, criminal histories consistent with legal requirements or any other protected characteristic.

Together, we are working proactively to build a workplace where everyone can belong and be at their best selves. Together, we make an Impact.